Bilue's first task was to unearth 'aha' moments to help us define the Athena experience on mobile. We did this through rapid ideation that allowed us to test and learn. Our experts conducted research, such as task flows analysis, opportunity mapping and a landscape review. We then ran workshops with Athena such as 'crazy eights' sketching to quickly generate a range of concepts. Within weeks, we created a series of wireframes and prototypes, ready for our first round of testing.
What we discovered
Our first tests focused on the home page, information architecture and customer 'jobs' such as checking loan balances. Here we wanted to understand which concepts the participants found most intuitive and valuable. We did this by conducting moderated sessions with real Athena customers. These tested different concepts, designs and navigation patterns through interviews and task observations. This is what we found:
• 81% of the customers we spoke to preferred a fixed bottom tab style navigation
• 79% of participants favoured seeing their loan details in a modal with options to drill down into finer segments
• 59% of the people we interviewed said having a visualisation of their loan balance would be "nice to have"
Challenges we addressed
The main challenge we faced was balancing the tension between creating a groundbreaking product and ensuring it was still intuitive and easy to use. At this point, we made some tough decisions to invest in features with the highest value, to ensure users could complete their primary 'jobs to be done' with ease. We did this through prioritisation workshops that struck the balance between customer goals and business capabilities.